Teach Dot what it couldn’t answer

When Dot can’t answer something, or a customer still needed a person after its answer, the question goes to Teach Dot. Questions that mean the same thing are grouped into one topic, with a suggested answer drawn from what your team replied and your website.

At the top, Questions Dot answered from what it knows shows how many customer questions Dot could answer in the last 30 days, and whether that’s going up.

Teach an answer

1. Open Dot and go to the Teach Dot tab. The number beside it is how many topics are waiting.

2. Open a topic under To teach. You’ll see how customers asked, and a suggested answer with where it came from.

3. Check What it’s about and The answer. Include the numbers and conditions that matter, and leave out anything about one customer.

4. Press Save and check. The answer becomes one of your approved answers, and you see what Dot would say now.

Other choices on a topic

• Suggest again: ask for a fresh suggested answer.

• Write it as a help article: Dot drafts an article on it for you to read and publish.

• Check what Dot says now: if you’ve covered it another way already, see Dot’s answer and mark the topic as taught.

• Merge: when two topics are really the same question.

• Dismiss…: choose A person should always answer this, or Not worth answering. New questions like it join it quietly.

Some questions are about a customer’s own order, booking or account, so no single answer fits. Those say Dot needs to look these up, with Add an action or Leave these to your team.

Taught topics move to Taught, with how often Dot has answered them since. If customers ask again and Dot still can’t answer, the topic comes back marked Asked again after teaching, and the answer may need more detail. Only owners can teach Dot, and you can keep up to 50 approved answers.